Service Technician - windows and doors

Pella Corporation•Parsippany, NJ

60d•Onsite

About The Position

The Service Technician is responsible for providing quality service visits to customers to inspect, repair and/or adjust Pella windows and doors in the field. The Service Technician will diagnose product issues in the field, determine and perform the correct resolution, and communicate accordingly with customers and internal service team. This position is responsible for ensuring all customer service calls are completed in a timely, accurate, and efficient manner while maintaining a customer-focused attitude. This is a full-time position. Work schedule is Monday - Friday, with a 6:30 am start time. Pella Corporation offers the following: Competitive hourly pay with overtime options Annual hourly rate review Company truck Company cell phone Full benefits package which includes medical, dental, and vision begins the first of the month following start date Health savings and flex spending accounts Company paid life insurance Company paid short/long term disability insurance 401k Vacation time Sick time Company paid holidays Direct deposit In-depth training program Solid reputation of the Pella Brand Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The qualifications, physical demands and work environment characteristics listed below are representative of the knowledge, skill, and/or ability required to successfully perform the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Requirements

Must have High School Diploma or GED and dependable work history.
Prior experience with power tools is required (i.e. table saw, circular or miter saw, pneumatic nail gun, power drill etc.)
Proficiency with Microsoft Word, Excel, Outlook and PowerPoint software applications.
Excellent verbal and written English language skills are required as well as good public relations, public speaking, and customer service skills.
Ability to read, interpret, understand and explain documents such as sales processes, product specifications or warranty manuals.
Ability to effectively present information to others, gather information from others, and respond appropriately to questions from customers, coworkers and managers.
Must display excellent phone and email etiquette.
Must be a team player and exhibit a strong desire to learn and promote self-growth.
Must be pro-active, self-disciplined, self-motivated, and have a demonstrated ability to follow projects through to completion.
Attention to detail is required.
Must be able to demonstrate organizational skills, prioritize tasks, and meet deadlines.
Must be able to develop trust, respect, and confidence of customers, coworkers and managers.
Must present in a clean and neat physical appearance.
Must be able to investigate issues and resolve conflict in the best interests of the business and our customers.
Ability to subtract two digit numbers and to multiply and divide with 10s and 100s.
Ability to perform calculations using units of money, time, measurement, etc.
Ability to calculate figures and amounts such as proportions, percentages, area, length, width, height, and depth.
Ability to apply basic concepts of algebra, geometry and general business math.
Please note that all employees hired into full time employment in the JS Service Technician position are obligated to become members of the International Brotherhood of Electrical Workers, AFL-CIO Local 1158 Union.
Provide superb customer experience
Completes work in an efficient, timely and accurate manner
Enjoys working in fast-paced environment with a high sense of urgency
Ability to independently problem solve and make recommendations for resolutions
Seeks out internal experts and utilizes their knowledge
Committed to following established processes
Focused on details and follow through
Ability to learn internal software programs and applications

Nice To Haves

AA or Technical degree preferred, 0-2 year's field service experience, or general business experience preferred.
Prior knowledge of general construction applications and terminology and/or window and door applications or components is preferable.

Responsibilities

Performs and completes service tasks as assigned, on Pella products in the field
Problem solves and diagnoses difficult issues in the field
Replaces glass in windows or doors; Installs items such as sashes, window shades, blinds, muntin, screens, etc.
Provides customers with helpful information on the care, operation and maintenance of their Pella products
Generates and updates all required service-related documentation following a service visit so that additional service calls can be scheduled, if necessary, and billing or credit can be completed.
Conducts any necessary follow up service work and communication to resolve all assigned service tickets
Performs job site walk-through and completes necessary documentation, identifies items that need attention or correction prior to project finalization
Collects payment from customer as required
Identifies and orders parts for follow up service calls, and coordinates with the internal CSR team as necessary
Maintains stock of all necessary parts and equipment on a weekly basis
Strives to achieve 100% Customer satisfaction while making it easy for customers to do business with the company and promoting market share growth; serves as a Customer Experience Champion
Aids in the training of new Service Technicians, Customer Service Representatives or team members as requested
Maintains assigned Service vehicle and coordinates with Manager and Service Team as needed on vehicle maintenance requirements.
Performs any other necessary task assigned by the direct manager/supervisor
Seeks out continuous improvement opportunities related to service processes
Meets company safety requirements by keeping work area neat and clean, following safety precautions, and utilizing required personal protective equipment (i.e., shoes, safety glasses, fall protection, etc.), and reporting any safety issues to the manager
Must have a valid driver's license and comply with the company Fleet Safety Policy

Benefits

Competitive hourly pay with overtime options
Annual hourly rate review
Company truck
Company cell phone
Full benefits package which includes medical, dental, and vision begins the first of the month following start date
Health savings and flex spending accounts
Company paid life insurance
Company paid short/long term disability insurance
401k
Vacation time
Sick time
Company paid holidays
Direct deposit
In-depth training program
Solid reputation of the Pella Brand